Management and Program Analyst (Customer Service)

About the role

This position is located in the Architect of the Capitol (AOC), Office of the Chief of Operations (OCO). Serving as a Senior Analyst and Program Manager, you are responsible for coordinating and supporting all aspects of Customer Service and managing the AOC Customer Experience Program.

What you will do

• The Management and Program Analyst (Customer Service) is responsible for advising management regarding customer service, conducting analytics and carrying out initiatives and projects to ensure high quality services are provided by the AOC to building occupants/tenants, Capitol Hill visitors, other AOC offices/entities and to Members of Congress and their staffs.
• This position may also perform other management analysis duties in support of Agency Operations.
• The individual selected for this position will: Customer Service/Customer Experience Program Oversight Serves as senior analyst, subject matter expert and advisor to AOC management and staff on customer service and improving customer experience.
• Serves as the Program Manager for AOC's Customer Experience Program and leads the implementation and refinement of the AOC's customer service framework, systems and strategy, building on industry best practices and lessons learned to transform AOC's internal and external customer service to create a best-in-class customer experience.
• Develops a customer experience internal infrastructure with interdisciplinary teams to address consistent, clear and intuitive customer interactions to develop a high-quality experience.
• Leads, guides and facilitates complex, cross-organization, cross-functional programs and efforts across AOC to improve understanding of customer needs, identify and assess internal customer pain points and improve the customer experience.
• Advice, Reports, Analytics, Collaboration and Support Provides advice and guidance on jurisdiction operations and customer services including visitor support and client services.
• Develops and leverages metrics to maintain the most comprehensive understanding of customer service operations, trends and opportunities for improvement.
• Serves as liaison to operational jurisdictions and front-line client/visitor facing organizations, focusing on key aspects of agency operations affecting customer service and experience.
• The employee must utilize knowledge of and comply with applicable Occupational Safety and Health Administration (“OSHA”), Office of Congressional Workplace Rights, and AOC rules and regulations to ensure that work progresses in a safe manner.
• Provides or receives training, either on-the-job or through classroom training, to ensure that all safety practices and equipment are fully utilized.
• Uses required Personal Protective Equipment (PPE) as appropriate.
• Performs other related duties as assigned.

Requirements

• A citizen of the United States; A person who is lawfully admitted for permanent residence and is seeking citizenship as outlined in 8 U.S.C.
• 1324b(a)(3)(B); A person who is admitted as a refugee under 8 U.S.C.
• 1157 or is granted asylum under 8 U.S.C.
• 1158 and has filed a declaration of intention to become a lawful permanent resident and then a citizen when eligible; A person who owes allegiance to the United States (nationals of American Samoa, Swains Island, and the Northern Mariana Islands, and nationals who meet other requirements described in 8 U.S.C.
• 1408); or A person who is currently an officer or employee of the Government of the United States.”

Education

No education substitution.

How you will be evaluated

Review your resume and responses carefully. Your eligibility for consideration and qualifications for the position will be determined based upon a review of your detailed resume and your responses to job specific self-assessment questions.

Your resume will be evaluated based on evidence of your ability to demonstrate the knowledge, skills, and abilities (KSAs) for this position, possession of any specialized experience, and how well your background and experience relates to the self-assessment questions in the job announcement.

The self-assessment questions relate to the following knowledge, skills, abilities, and competencies: Comprehensive knowledge and experience with customer service business strategies and processes. Analytical Skill Oral Communication Written Communication Your responses to the self-assessment questions serve as the basis for your initial rating.

You will receive a numerical score based on your responses to these questions. Next, your responses will be evaluated by a Human Resources Specialist and/or a subject matter expert against the information provided in your resume and optional cover letter. Your resume must support your answers to the self-assessment questions.

Falsifying your background, education and/or experience is cause for non-selection or disqualification from further consideration.

Please note that a complete application is required for consideration.

(Please review the “Required Documents” section of this job announcement to see what must be included in a complete application). You may preview questions for this vacancy.

Documents you must provide

• The Architect of the Capitol's (AOC) job application process is designed to ensure you only provide information necessary to evaluate your qualifications and eligibility for the position vacancy.
• To apply for this position, you only need to submit: a) your resume and b) answers to the online vacancy assessment questionnaire.
• The online questionnaire contains eligibility and screening questions and other relevant information.
• No additional documentation or attachments are required at the time of application.
• Your resume should list your education, training and work experience including job titles, employment dates, duties and accomplishments.
• Nothing further is required until it is requested by AOC's Human Capital Management Division.
• If additional documentation is required for the position, you will be asked to provide it during the interview or selection process.
• At that time, you may be asked to submit documentation to support statements made in your resume.
• For example, you may be asked to provide a copy of your diploma, college transcripts, or proof of Federal employment status.
• If the position requires licensure or certification, you will be asked to provide proof at the time of selection.
• If Veterans' preference is claimed, you will be asked to submit proof (DD-214, and, if claiming a 10-point preference, a SF-15 and the proof required by that form).
• Failure to provide the required documents will end further consideration and/or result in the withdrawal of any tentative job offers.

What to expect next

You will receive a notice generated by the USAJOBS System when you have successfully submitted your application. We will review your application and transcript(s) (if you are qualifying based on education) to ensure you meet the basic qualification requirements. You can check the status of your application by logging into ***

You may also sign up to receive automatic emails anytime the status of your application has changed by logging into your USAJOBS Account, editing your profile and changing the ‘Notification Settings' to indicate that you want to be notified by email when the status changes.

Information regarding the status of your application should be updated in the system within two (2) weeks after the closing date of this job announcement.

Additional information

Welcome Veterans. The Veterans Employment Opportunities Act of 1998 (VEOA) gives veterans' preference rights in the legislative branch to certain veterans as applied by the Congressional Accountability Act. Veterans' preference is applied on this vacancy announcement.

If you are a veteran and have been separated under honorable conditions, you must submit a copy of your DD-214 or other proof of eligibility; SF-15, if applicable; and Department of Veterans Affairs documentation of disability, if applicable. For more information, please visit ***

If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information.

DRUG TESTING: The Architect of the Capitol (AOC) is a Drug Free Workplace. As part of the AOC's suitability assessment, a candidate tentatively selected for a position who is not currently an AOC employee is required to submit to screening for illegal drug use. Satisfactory completion of a drug test is a condition of employment with the Agency.

A candidate must test negative prior to being eligible for appointment into a position. We will schedule, provide and cover the cost for the drug test. The selectee(s) under the vacancy announcement for this position is subject to a criminal record check by the U.S. Capitol Police and satisfactory adjudication to be eligible for employment at the Architect of the Capitol.

The Architect of the Capitol is an E-VERIFY Participant. E-VERIFY is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security (DHS) and Social Security Administration records to confirm employment authorization in the United States.

If you are selected for this position, the documentation that you present for purposes of completing the DHS Form I-9 will be verified through the DHS "E-VERIFY" electronic system.

For more information on E-Verify, please visit *** The Architect of the Capitol is an Equal Opportunity Employer and prohibits discrimination on the basis of race, color, sex, religion, age, national origin, sexual orientation, gender identity, genetic information and/or disability.

This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be made on a case-by-case basis.

Moving expenses are not authorized. Relocation expenses are not authorized. Probationary Period - A newly appointed selectee is subject to the completion of a one-year trial/probationary period, regardless of whether or not a trial/probationary period has been completed previously with the Architect of the Capitol or another Federal agency.

This vacancy announcement may be used to fill additional vacancies in any of the jurisdictions of the Architect of the Capitol. All application materials become the property of the Architect of the Capitol.